Trainer and Advisor
JP Morgan Chase
Total years of experience :8 years, 2 Months
• Worked with JP Morgan Services India Pvt. Ltd. as a Financial Service Advisor since April of 2010 till August 2013.
Job Pofile:
- Over and above the core roles performed I have also trained & managed people as and when required by the business owing to the additional facilitation & people management skills held.
- A Subject Matter Expert in Sales, Soft Skills, Customer Service & People Management.
- Type of Facilitation Projects Handled:
Soft Skill & role Specific Training
Cultural Upskilling Sessions
Behavioral Training Sessions
Migration Trainings
Training Content Development
Post Training analysis
- My last primary profile entailed helping consumers understand and reevaluate their finances in order to better manage their debts. Also customizing solutions on a case to case basis.
- During the initial tenure of my employment was entitled with the responsibility creating a stronger brand value for new and existing consumers with the card services team. Engaging consumers and influencing their purchase patterns.
- Later in my tenure was given a greater responsibility to handle dispute issues between clients and merchants. The core responsibility was being the consumers advocate and attempting to resolve discrepancies and avoiding escalations.
- Helped the core customer service queue to get a holistic picture of the business.
- The initial tenure involved working with hardware and OS support team.
- Guiding consumers through various complicated troubleshooting steps.
- Continually being resourceful, innovative, convincing & assertive to get ideal results.
- Mentoring new hires and working towards team performance improvement.
- After service sales was also an integral part of the profile and was one of the highest achievers in the same as well as customer satisfaction.
- The Trainer profile involved:
Agent up skilling & process improvement training across all the Dell LOBs in the in the site.
Leadership Training
Train-the-Trainer Workshops
Process training for new hires.
Change trainings for process level changes.
New product launch trainings.
Training need identification >> training content development >> performance tracking >> gauging training effectiveness & implementation.
Driving effective solutions & improving sales across the unit.
- The initial tenure involved working with hardware and OS support team.
- Guiding consumers through various complicated troubleshooting steps.
- Continually being resourceful, innovative, convincing & assertive to get ideal results.
- Mentoring new hires and working towards team performance improvement.
- The Communication Coach (Dell EMEA - UK) profile involved:
Cultural upskilling for advisors for better customer experience.
Call monitoring & coaching.
Improving Overall satisfaction & communication satisfaction scores.
Professional Skills training for new hires.
Performance tracking and generating relevant reports.
- Creating a stronger Brand Value for new and existing consumers with Household credit cards which was later taken over by HSBC.
- Introducing & Inviting consumers to take advantage of our of our value added services
- Consistently achieving & exceeding the sales targets.
- Mentoring new hires and working towards team performance improvement.
- Supporting the team in absence of the supervisor.
• Diploma in Business Administration in 2010.
• Higher Secondary Certificate (12th Grade) with Arts subjects in 2005.
• Secondary School Certificate (10th Grade) in 2003.